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Frequently Asked Questions

For information about individual shows including running times and cast information, please visit the show listings pages.

Can I use Theatre Tokens to pay for my tickets?
Yes, you can pay with Theatre Tokens online. Just follow the instructions on the payment page to redeem your tokens. 

Is there a booking fee?
We charge a £2.80 fee per ticket. This  covers the costs of running our ticketing systems with any profit reinvested back into theatre as we are a not-for-profit organisation.

What is a restoration levy?
A restoration levy is included in the cost of your ticket which goes toward important restoration and maintenance of our theatres.

What if I haven’t received my tickets?
All tickets are now e-tickets and are attached to your confirmation email. If you haven’t received it, you can request we resend it to you via our Customer Service page.

Can I exchange my tickets or get a refund?
We are offering exchanges up to 2 working days before the performance if you are unable to attend due to Covid. Please complete this booking exchange form. If you require an exchange for any other reason, please also complete the form but please note that an exchange request is not a guarantee. We do not offer refunds unless the performance is cancelled.  


Full details of access performances, as well as how to sign up to our Access London Theatre newsletter and useful information on how to plan your visit can be found here.

How do I book access tickets?
If you have access needs we advise you book directly with the theatre as they know the venue best and can give you the best experience. The list of phone numbers and email addresses can be found here.


Do I need to wear a mask?
Although no longer mandatory, we strongly encourage the wearing of a face covering in our theatres to protect performers, backstage staff and your fellow audience members. 

Do I need to show a COVID Pass or take a lateral flow test?
A number of venues are asking for proof of your Covid Status (double vaccination, natural immunity and/or negative lateral flow test). Please check with the specific venue for the most up-to-date information. Customers should not attend the theatre if they have (or may have) COVID-19. 


What is TKTS?
TKTS is our on-the-day ticketing service offering last minute theatre tickets, many of which are sold at a discount. You can buy our great deals both online and in-person at our TKTS Booth in Leicester Square where we offer expert advice from genuine theatre fans.

Click here for a full list of shows and more details. 

What is Kids Week?
Kids Week is our annual promotion encouraging families to attend the theatre. Every year, for the whole of August, a child aged 16 or under can go to any participating show for free as long as they’re accompanied by a full paying adult. Adults can also buy up to two extra children’s tickets at half price and there are no booking fees.

Tickets go on sale in mid-June. You can sign up here to be the first in the know!

What is the New Year Sale?
The New Year Sale is our annual ticket promotion which offers tickets for top London shows for performances in January and February, with tickets reduced to £10, £20, £30, £40 and £50.

Click here for more details. 


You can find information on specific theatres, including cloakroom facilities, security checks and access to the venues here


If you have a general question,  tweet or DM us on Twitter, Facebook and Instagram. As we work with an external ticketing provider, if you have a question relating to ticketing, please email ticketing@officiallondontheatre and our colleagues at See Tickets will be able to help you. If your query is about an existing booking please include your booking reference number. 

You can sign up to our newsletter here to be the first to hear about our ticket promotions, the Olivier Awards, West End LIVE, Priceless events and ways to make the most of your theatre trip.